Instrument Designer

The Application Security Engineer is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgement and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions.

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.

May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer s problem cannot be resolved directly by first-level resources.

They will develop, coordinate and executes policies, methods and procedures, and supervises personnel; when assigned as an expert, performs work requiring a very high level of technical knowledge of a specific area or ability to integrate at a high level the knowledge of several areas, manages and provides technical leadership of projects involving large-scale, complex and highly analytical tasks. Positions at this level are distinguished from Senior Engineers, in that the latter performs more specific and small-scale, though complex, analytical tasks. Work is performed within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives, and in applying concepts, plans and strategies which may deviate from traditional methods and practices. Serves as a lead technical contact and systems integrator for large complex deployments, with a focus on securing vulnerabilities and reducing risk of system and/or asset compromises.

Requirements

Key Roles and Responsibilities:

Ensure that assigned infrastructure at the client site is configured, installed, tested and operational

Perform necessary checks, apply monitoring tools and respond to alerts

Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail

Assist in analyzing, assigning and escalating support calls

Investigate third line support calls assigned and identify the root cause of incidents and problems

• Report and escalate issues to 3rd party vendors if necessary

  
  

• Provide onsite technical support to clients and provide field engineering services to clients

  
  

• Expected to take ownership of relevant technologies according to domain or specialization.

  
  

  Conduct monthly random review of incidents and service requests, analyze, and recommend improvement in quality
  

  Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
  

  Proactively identify opportunities for work optimization including opportunities for automation
  

  
  

  Knowledge, Skills and Attributes:
  

  
  

• Ability to communicate and work across different cultures and social groups

  
  

• Ability to plans activities and projects well in advance, and considers possible changing circumstances

  
  

• Ability to maintain a positive outlook at work

  
  

• Ability to work well in a pressurized environment

  
  

• Ability to work hard and put in longer hours when it is necessary

  
  

• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

  
  

• Ability to adapt to changing circumstances

  
  

• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey

  
  

  Strong documentation and report writing
  

  
  

• Ability to use reporting to trend and provide insight to risks

  
  

• Ability to work collaboratively as one team across different business areas

  
  

  Solid understanding of networking and networks
  

  Good understanding and appreciation of technical design and business principles
  

  Demonstrates project management and administration ability
  

  Good project skills which are demonstrated in the execution of installations and other assignments
  

  
  

  Demonstrate customer engagement skills
  

  
  

• Demonstrate relevant domain specialist knowledge

  
  

• Good verbal communication skills

  
  

• Client focused and display a proactive approach to solving problems

  
  

• Ability to work under pressure

  
  

• Ability to coach, mentor and provide guidance to team members

  
  

• Good understanding of project management principles

  Be proficient in the implementation, configuration of the products in the security GTM.
  

  
  

  
  

  Academic Qualifications
  

  Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
  

  Certified in the following technologies
  

  Security +
  

  Higher certifications in the flowing key vendors
  

  Fortinet (NSE 5 7)
  

  Networking certifications
  

  
  

  Advantageous Certifications:
  

  
  

  Up to date and relevant ITIL certification
  

  Industry certifications (CISM, CISSP etc.)
  

  Cisco Certified Internetwork Expert - Routing and Switching (CCIE)
  

  Cisco Certified Network Professional - Wireless (CCNP)
  

  Cisco Certified Internetwork Expert - Security (CCIE-S)
  

  Palo Alto technologies (PCNSA)
  

  Fortinet technology certifications
  

  Cisco (CCNP)
  

  Palo Alto (PCNSE)
  

  
  

  Required Experience:
  

  Solid years of work experience
  

  Solid experience required in in Engineering function within a medium to large ICT organization
  

  Solid experience of Managed Services
  

  Excellent working knowledge of ITIL processes
  

  Excellent experience working with vendors and/or 3rd parties
  

Benefits

Perks

We value our employees at Dimension Data and have designed our business benefits to help promote employee satisfaction and overall wellbeing in the workplace. The wellbeing of our employees is important to us and thats why we offer a range of lifestyle and wellbeing benefits which includes flexibility in the workplace, wellness activities and initiatives, an Employee Assistance Programme and other great lifestyle benefits to keep you engaged and help you thrive at Dimension Data.